How exactly do you measure customer satisfaction?

Saturday, March 30th, 2019

As a small business owner, you know that delivering an outstanding customer experience is one of the most important things you can do to be successful. But – how exactly do you measure customer satisfaction? Here are a few common customer experience metrics Net Promoter Score (NPS): The NPS is an index that ranges from […]

Using the Empathy Map to understand your customers

Saturday, March 16th, 2019

Last week, we talked about the Empathy Map, a fantastic tool that helps you truly understand your customers, so you can more accurately deliver a product or service they’ll love. This week, we’ll dive a bit further into the Empathy Map. The empathy map has seven quadrants: 1. Who are we empathizing with? Briefly define […]

The Empathy Map and entrepreneurship

Saturday, March 9th, 2019

We use the term empathy in business to reflect our understanding of our customers – who they are, what they like and don’t like, what motivates them to buy something or not, and what pains we can solve for them. Why is empathy important in business? When we show empathy for our customers, we understand […]